Quest Recovery Services Limited

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. This key question had not previously been rated by CQC. At this assessment this key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider assessed people’s needs and choices to help create person-centred care plans. They involved people using the service and their relatives. The assessments were comprehensive and looked at different areas of people’s care and support. Care plans were regularly reviewed and updated, People using the service and their relatives told us they had copies of care plans and assessments. They told us these had the information they needed.

The provider ensured people received evidence-based care. Staff undertook a range of training which included training about caring for people with a learning disability, autism, dementia and mental health needs. The registered manager was a qualified trainer. They also sourced external experts to deliver training. They tested staff knowledge and skills to make sure they understood about best practice. People told us staff had the necessary skills to care for them safely. Staff told us training was useful. Their comments included, “I have regular training, and this is useful to help me understand my role”, “I have had level 2 training on learning disabilities and autism which helped me to understand and communicate effectively and to ensure my approach is person-centred”, “Training is very useful and there are opportunities to learn from team meetings where we discuss changes” and “Learning disability training helped me recognise their unique needs and helped with my confidence.”

External professionals told us staff had the right skills to care for people. A professional commented, “Carers appear to understand the clients’ complex needs. They provide good quality of care around manual handling. They communicate clearly to the client when providing care and ensure consent is gained.”

The provider had information and fact sheets about different aspects of good practice and care. These ranged from information about different health conditions, living with dementia and people with a learning disability and autism, to practical guides such as how to wash older people’s hair, how to care for people in bed, how to provide good support with oral care and how to carry out practical tasks such as washing commodes. Relevant guides were given to people, their relatives and staff to help them understand about specific needs and care interventions. This information, alongside regular discussions with staff, helped to make sure the staff understood and provided care which reflected good practice guidance.

Staff worked well with each other to share information and offer team support. Comments from staff included, “We communicate using a mix of phone calls, text messages and the electronic care application for updates”, “The manager conducts team meetings which allow us to share experiences and learn from each other”, “In team meetings we are given advice and learn new techniques” and “The communication and teamwork are the best thing.”

Staff worked with external professionals to ensure people’s needs were met. The provider made timely referrals when they identified changes in a person’s needs and when they were concerned their needs were not being met. Comments from staff included, “I am often in contact with social workers, occupational therapists and district nurses and I inform my manager about this contact” and “We work very closely with the GPs for advice.” External professionals explained that communication with the agency was positive. Their comments included, “[Registered manager] and care workers communicate very well with me, other professionals and the service users’ families. They are quick to inform me of any new changes or developments” and “I found it easy to get hold of the office and manager when I had a query.”

The provider supported people with their healthcare needs and helped them to make choices about healthy lifestyles. They worked with other professionals and supported people to access healthcare services.

The provider had fact sheets about different health conditions, risks for staff to be aware of and how the condition might impact on people’s lives. These fact sheets were shared with staff and within care records in people’s homes.

The provider carried out assessments for each health condition people were diagnosed with. They created personalised care plans. Staff monitored people’s wellbeing and alerted the management team, relatives and healthcare professionals when they identified a change in a person’s condition.

Staff monitored people’s wellbeing. Relatives confirmed this, telling us that staff were responsive when they had concerns about a person. Comments from relatives included, “[Person] developed a wound. Staff took a photo, spoke with us and the managers, and sought guidance on how to treat this” and “They keep an eye on [person]. For example, they tell me if [person] has a low mood. I am more than satisfied, they regularly talk with me.’’

The staff kept records to show the care they had provided. They also monitored people’s skin and oral care. The management team reviewed records relating to this and responded if they identified any concerns with the care provided or recording.

The provider supported people to create objectives connected to their care. They regularly reviewed these to make sure they were appropriate and relevant.

The provider sought people’s consent to care and treatment. Staff had training about the Mental Capacity Act 2005 and were able to describe their responsibilities under this act. The provider assessed people’s mental capacity to make decisions. When people were able to, they asked for their consent. For people who lacked the mental capacity to make certain decisions, the provider liaised with their representatives to help make decisions in their best interests. The provider obtained information about people’s legal representatives and made sure these people were consulted.

Staff had a good understanding about people’s communication needs and how to present information so that people could make meaningful choices. People told us the staff offered them choices and respected these when providing care.